Resource efficiency and proven expertise were two reasons why WestJet Cargo chose to outsource its customs processes to TCE. Since the start of the partnership on 18th November 2024, TCE has created a bespoke and dedicated customs reporting and monitoring solution for WestJet Cargo, and now provides comprehensive customs support for all the airline’s international cargo movements. 

“WestJet Cargo made the decision to outsource its customs processes last November and, given the increasing complexity the air cargo industry has seen in this area over the past four months, our decision could not have come at a better time,” says Julius Mooney, Director – Cargo Commercial at WestJet Cargo.

READ: 60 seconds with… Guillaume Crozier

“Customs training and understanding are a challenge for any airline as the rules often change and we are constantly working against the clock to ensure that our aircraft leave as scheduled, with all cargo correctly and safely declared and stowed on board,” he explains. “In the interests of process and resource efficiencies, our strategy was to remove this complexity and the pressure it was placing on our Operations Control Centre, and instead make use of TCE’s expertise in managing all customs compliance processes. TCE is experienced in international customs matters and has the resources and time to investigate any discrepancies in detail. The results so far speak for themselves: We have been able to reduce our fixed costs, make far better use of our own resources, and have already achieved significant synergy effects – improved customer service being just one positive aspect.”

In just six short weeks following the signing of the partnership agreement on 18th November 2024, TCE reviewed WestJet Cargo’s customs workflow in detail, discussed potential optimisations, and subsequently set up the required system messaging process.

WestJet Cargo accorded TCE access to its SmartKargo ACMS and CHAMP customs portal, enabling the service provider to monitor and action any messaging related to its international cargo movements into and out of Canada. The dedicated team provides comprehensive customs reporting services to Westjet Cargo for all Advance Cargo Information (ACI) processes, including AMS, ACAS, PLACI, PACT, VUCEM and ICS2 reporting.

TCE supports in three key areas:

Monitoring and Documentation (where it reviews and corrects customs data in CHAMP to ensure accurate, on-time submission and compliance with regulations, communicating with authorities where necessary),

Reporting and Communication (providing timely cargo status updates, and liaising with stakeholders),

Investigation and Corrective Action (here it analyses penalties, conducts root cause investigations, submits fully-documented appeals, updates stakeholders and implements corrective actions, accordingly.)

“The complete implementation was accomplished within six weeks, which is remarkably swift for such a substantial operation,” says Sarah Scheibe, Managing Director of TCE.

“Of course, TCE has long been handling customs reporting for our other partner airlines. However, after a detailed status quo review, we tailored a bespoke solution for WestJet Cargo that aligns with the airline’s unique requirements and system configurations, ensuring seamless messaging synchronisation.

Following the setup phase, we conducted trial runs in a test environment to identify and address any potential gaps before going live shortly after these were successfully completed. We now have a dedicated TCE WestJet Cargo customs monitoring team in operation 24/7, with two main targets: to manage and maximise customs compliance, and to minimise customs fines.”

READ: Rethinking the role of humans in air cargo tech

Julius Mooney concludes: “TCE’s highly professional support has taken the operational strain and distraction of customs matters off our Cargo Leads. It not only allows our Operations Control Centre to focus on its core responsibilities of ensuring that cargo moves through the system smoothly and efficiently, but also, judging by the money we have saved so far in customs fines, by the end of this year, we could be looking at having to pay out less than a fifth of what was paid in 2024. They say ‘money talks’: I can’t think of a better example to prove TCE’s efficiency and expertise, and would like to thank Sarah Scheibe and her amazing team, at this point. As far as I am concerned, the C in TCE stands for Total Customs Expertise – which I can ‘declare’ to be a total success for WestJet Cargo.”